Feature Requests

It would be beneficial to have the ability to link individual contacts directly to customer entity accounts for better organization and account management. It would also be nice to be able to include their role. - Also, if we could track if the contacts are authorized to make Service Requests, Subscription Renewals, Parts Orders, Equipment Purchases. Additionally, having the ability to assign and track support plan levels for each customer entity, including the plan's effective and expiration dates, would allow our team to quickly identify which customers have active support plans, their level of coverage, and when renewals are due. This would help streamline customer support, improve service efficiency, and ensure customers receive the appropriate level of support based on their enrollment. It would be nice too if we could pick a call tree direction, based on their membership.

Most of our clients prefer to wait on hold when they want to talk to a specific individual instead of leaving a voicemail. Could there be an option to put a client on hold? A client calls into the Parts Team and Bob answers. The client asks for Jim, however, Jim is finishing up with a client at the counter. Currently today Bob can re-assign the ticket to Jim, however, it may end up just going to voicemail (not cool). OR Bob can press mute and keep the client on his line until Jim is available. However, another client is calling into the Parts Team. Now because Bob has the client muted Bob cannot answer the other incoming call.

We need to be able to communicate through expert connect between various Teams, Locations, and Departments. Right now if a call is made to an Advisor inside expert connect, it calls their cell number and does not ring the app.

Be able to see the same call functions as we see on the app when connected to Apple Car Play or Android Auto. i.e. seeing who is calling, transferring calls, etc.

It would be nice to be able to speak to the advisor you want to put a call through to before they speak to the customer, that way you can give them any other details of the ticket and know what is going on before they start talking to the customer.

When a call comes in and I am already on another call, when I hang up, I do not have the option to answer the still incoming call. It would be nice to be able to answer that call if possible.

In Freshdesk we could tag a tickets status as waiting on customer, waiting on third party, etc. This would revert back to open when they replied back and a notification would appear showing this.

Be able to set a reminder alert if after a certain period of time (30min) a ticket hasn't be assigned to an advisor.

More than one operator may use machine with issue, different shifts etc... Or farm manager may start ticket and it may end up with the person operating the machine. Be also good if they both(or more than both if more people need to know how the issue is progressing) received updated ticket details of the issue.

desktop program open in background , you just need incoming call to pop up window to come to front of screen so you can answer on any screen. would be so much easier , surely this can be added in a software update please